CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2022 can be fou

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This week we hosted the first of the newly reformed CCA CEO Industry Council in London hosted by long-standing partners Poly at their incredible experience centre in The Gherkin. There were so many valuable insights but below are the Top 10 quotes from th

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Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.

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Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.

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Vulnerability has taken on a whole new meaning as customers and employees are impacted by the cost-of-living crisis and growing economic uncertainty, and in particular, as we head towards the winter months. How can we ensure we are ready for the chall

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The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.

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CCA Industry Council's first in-person meeting for two and a half years takes place at the Poly Experience Centre, the Gherkin, London.

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Redefine your customer experience for measurable results

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Customer-centricity is the engine driving brandsâ?T innovation and success

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A new Masterclass will be hosted on 18 November to help managers and leaders develop the strategies they need to confidently, safely, and effectively have conversations about wellbeing.

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Customers demand digital tools that enable them to solve any issue, anytime. Their need for instant gratification requires connected solutions - and organizations tumble down the priority list when they treat digital as an afterthought.

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When you've got hundreds of agents, disparate systems and fluctuating customer scores and measures, empowering a next generation strategy starts with bold new metrics and a new approach to the data you already have.

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EXL's client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022.

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Data is essential for any organization - a fact confirmed by recent research from Lloyd's. The latest Blueprint II report, a forward-looking report on the digitalization of the insurance industry released by Lloyd's, reaffirms this fact that data is at th

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Highly intelligent human-like A.I. for TMCs is now a reality

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The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.

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As part of the CCA Thought Leadership Programme for 2022/23, we are looking at a range of topics including reviewing and building a new talent proposition.

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CCA CEO Anne Marie Forsyth was recently invited by Capita to contribute to an article in The Telegraph exploring the challenges and considerations all businesses and organisations will need to think about in the months ahead.

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The Leaders' Summit is renowned for showcasing the latest thinking, expertise and insight in customer service and CX strategies by convening the leading minds in public and private sector household brands.

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The CCA Excellence Awards programme for 2023 is now open for entry. Applications must be submitted by 16 December 2022, and winners will be announced in Glasgow on 27 April 2023.

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